Refund policy

Last updated: 28 September 2026

At Qapilo, we want you to feel comfortable shopping for men's clothing through our online store. If you are not satisfied with your purchase, our voluntary return policy allows eligible customers to request a return within 30 days of receiving their order.

This policy also operates alongside any rights you may have under the Australian Consumer Law. Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee or other legal right that cannot lawfully be excluded.

1. 30-Day Return Period

Qapilo offers a 30-day return period for eligible purchases.

You may request a return within 30 days from the date you receive your order.

To begin a return, contact:

Email: support@qapilo.com

Please include:

• Your name

• Order number

• Email address used for the order

• Product you wish to return

• Reason for the return

• Photographs where relevant

Our customer service team will review your request and provide return instructions where the return is eligible.

2. Change-of-Mind Returns

Where applicable, Qapilo accepts eligible change-of-mind returns within the 30-day period.

For a voluntary change-of-mind return, products should generally be:

• Unworn

• Unused

• In their original condition

• Free from damage

• Free from excessive signs of wear

• Returned with original tags where reasonably possible

• Returned with original packaging where reasonably possible

Clothing should be tried on only in a manner that does not result in damage, staining, odour or excessive wear.

3. Returns at No Cost

For eligible returns covered by this voluntary return policy, Qapilo will provide the applicable return arrangements without charging a return handling fee.

If a product has a problem covered by Australian Consumer Law, Qapilo will provide the remedy required by law.

4. Faulty, Damaged or Incorrect Products

If you receive an item that is damaged, faulty, defective, materially different from its description, or incorrect, contact us as soon as reasonably possible.

Please provide:

• Order number

• Description of the problem

• Photographs or video showing the issue where appropriate

• Photographs of the packaging where relevant

We may need to assess the issue before determining the appropriate resolution.

Depending on the circumstances and applicable law, the resolution may include a repair, replacement, refund or another appropriate remedy.

Australian Consumer Law consumer guarantees apply independently of this voluntary return policy.

5. Australian Consumer Law

Our voluntary 30-day return policy does not replace your rights under Australian Consumer Law.

Australian consumer guarantees may provide rights where goods are not of acceptable quality, do not match their description, are not fit for a disclosed purpose, or otherwise fail to meet applicable consumer guarantees.

Where a product has a major failure, consumers may have a right to choose between a refund and replacement. For certain minor problems, the business may be required to provide an appropriate remedy such as repair.

Nothing in this policy limits those rights.

6. Change-of-Mind Exclusions

Our voluntary change-of-mind return policy may not apply where a product has been:

• Worn beyond reasonable fitting or inspection

• Washed

• Altered

• Damaged after delivery

• Stained

• Exposed to strong odours

• Used improperly

• Returned without the required information

• Returned outside the applicable 30-day period

These exclusions do not apply to the extent that doing so would unlawfully restrict your rights under Australian Consumer Law.

7. Return Approval

Please contact Qapilo before sending a return.

Do not automatically send merchandise to the warehouse address without first receiving return instructions from our customer service team.

This helps us identify the order and ensure the return is processed correctly.

8. Return Address

Our shipping and returns address is:

Qapilo
103 Hawkesbury Cres
Farrer ACT 2607
Australia

Depending on the circumstances, we may provide specific return instructions before the product is sent.

9. Refund Processing

Once an approved return has been received and assessed, Qapilo will process the applicable refund.

Our standard refund processing time is up to 10 days after the return has been received and approved.

The time for the refunded amount to appear in your account may vary depending on your payment provider or financial institution.

10. Original Payment Method

Where possible, refunds are issued to the original payment method used for the purchase.

If the original payment method is unavailable or cannot accept the refund, we may contact you to arrange an appropriate alternative.

11. Sale Items

Sale or promotional products may still be eligible for return where they meet the requirements of this policy.

Nothing in this section removes statutory consumer rights.

12. Missing or Lost Returns

If you return an item, we recommend keeping proof of postage or tracking information until the return has been successfully processed.

If a return appears not to have arrived, we may request tracking or postage evidence to help investigate the matter.

13. Exchanges

Where an exchange is requested, availability of the requested replacement item cannot always be guaranteed.

If the requested item is unavailable, we may process an appropriate refund or alternative solution.

14. Order Cancellation

If you wish to cancel an order, contact us as soon as possible at support@qapilo.com.

We will attempt to accommodate cancellation requests received before the order has entered fulfilment or shipment.

Once an order has been dispatched, cancellation may no longer be possible and the standard return procedure may apply.

15. Contact Us

For returns, refunds or product concerns:

Email: support@qapilo.com
Phone: +61 262 861 965

Customer Service Hours:
Monday to Friday: 09:00 – 17:00 GMT
Saturday & Sunday: Closed

Please include your order number whenever possible so that we can assist you efficiently.